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101. Nelson Employment Agency is looking for an
_______ administrative secretary to manage a busy
legal office specializing in employment law.
(a) experience
(b) experimental
(c) experienced
(d) experiencing
102. Because the vote on the budget has been
_______, I need the cost estimates from the
Housekeeping Department today.
(a) pushed up
(b) phased out
(c) pushed back
(d) pulled out
103. The meeting room in the Johnson hotel features
state-of-the-art _______ not offered at any other
downtown conference facility.
(a) technological
(b) technologically
(c) technology
(d) technical
104. Applicants for the front clerk position are
_______ to go down to the Personnel Department on
the first floor and speak with Ms. Jameson.
(a) supposed
(b) suppose
(c) supposedly
(d) supposing
105. Our employees must strive to always remember
that this company was founded on the _______ that
providing customer satisfaction is our most

important goal.
(a) principal
(b) principles
(c) principled
(d) principle
106. Since _______ the new product, profits have
increased by sixty-eight percent, and customer
surveys show a strong, positive response.
(a) starting
(b) beginning
(c) opening
(d) launching
107. The Board of Directors _______ the motion to
hire additional staff for the branch because of limited
funding and recent market changes.
(a) rejected
(b) resigned
(c) considered
(d) approved
108. The boss is so pleased with our hard work on
the sales report that he said he will _______ us to
dinner at a fancy restaurant on Wednesday night.
(a) buy
(b) treat
(c) tip
(d) pay
109. Automobile manufacturers today have to spend
more on engineering to improve their safety designs
to _______ up with industry standards.
(a) make

(b) clear
(c) keep
(d) hold
110. I will be _______ with our sales, marketing and
advertising departments on the new product line at
the team meeting on Friday.
(a) coordinating
(b) coordination
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(c) coordinate
(d) coordinator
111. In light of recent problems, we need to tell the
accounting staff that an excessive amount of data
entry errors could be grounds for ______.
(a) termination
(b) classification
(c) reduction
(d) promotion
112. Your first paycheck will be two weeks in
arrears, but after that you will be paid _______ the
first and fifteenth of every month unless these dates
fall on a holiday.
(a) at
(b) in
(c) on
(d) by
113. This afternoon, _______ from the Southern
Valley plant were laid off in an unexpected factory
closing that left employees angry and confused.
(a) employ

(b) employers
(c) employees
(d) employment
114. Although current employees are encouraged to
apply for the new management positions, they will
not receive _______ treatment and must compete
with external candidates.
(a) preferring
(b) preferential
(c) preference
(d) prefer
115. I'd like to ask everyone to come by my office
tomorrow and meet my new _______ assistant,
Marcella.
(a) administration
(b) administrative
(c) administrator
(d) administer
116. Before you leave today, please try to contact
the executive secretary, _______ ask her for the
CEO's contact information and availability.
(a) but
(b) and
(c) although
(d) despite
117. Please confirm that the London office has
received the fax _______ after you send it, and then
report back to Mr. Getty's office for the afternoon
briefing.
(a) approximately

(b) immediately
(c) usually
(d) normally
118. I just spoke with Marion in Human Resources
who is insisting that we turn _______ a memo
justifying the large salary increase for Ms. Brito.
(a) in
(b) on
(c) off
(d) at
119. In a press release dated March 3, Charter Travel
Corporation _______ a record-setting $3 million
increase in last quarter revenues.
(a) announced
(b) announce
(c) announcing
(d) has been announced
120. It is important that we provide _______
information to our clients when they call to either
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inquire about their statements or the status of their
claims.
(a) accurate
(b) evident
(c) efficient
(d) approved
121. I am very saddened to announce that our Chief
Financial Officer of thirty-two years, Martin Fogo,
will _______ at the end of the company's fiscal year.
(a) check out

(b) run into
(c) look into
(d) step down
122. Mr. Anderson has decided that we are going to
bring in a _______ from Miracle Software to design
our new client management database.
(a) consultation
(b) consultant
(c) consulting
(d) consulted
123. It was recently reported in the Sun Times that
many furniture manufacturers have temporarily cut
back on using quality materials due to a _______
profit margin.
(a) rising
(b) receding
(c) mounting
(d) expanding
124. Carrie explained yesterday afternoon that all of
the office templates can be accessed on the hard
drive _______ on the network directory.
(a) or
(b) yet
(c) so
(d) for
125. A Money Maker article _______ the vice
president of Super Jet Company saying that the
company's stock is on the rise again.
(a) repeated
(b) stated

(c) listed
(d) quoted
126. Because some employees have complained
about discomfort, next year we are planning to order
adjustable chairs in _______ of our old ones.
(a) places
(b) placement
(c) placed
(d) place
127. Please _______ the new policy states that you
must work the day before and the day after a holiday
in order to qualify for holiday allowance.
(a) remembrance
(b) remember
(c) memory
(d) memorable
128. Most companies are legally prohibited from
_______ any specific information on former
employees when asked for information by future
employers.
(a) released
(b) releasing
(c) release
(d) to release
129. It has been a challenging year, but the
president's announcement that the company is in
strong financial shape left most of the staff members
_______.
(a) reassuring
(b) reassurance

(c) reassure
(d) reassured
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130. To increase productivity, the office has
_______ strict rules regarding personal phone calls,
appropriate dress, and personal email use.
(a) imposition
(b) imposter
(c) imposed
(d) imposing
131. From what I understand, you will need to
_______ the chef's purchase orders pending
approval from the Vice President of Operations.
(a) has verified
(b) verify
(c) verified
(d) be verified
132. Mr. Chaderton came through at the last minute
with fifteen new investors, _______ the company
once again from a hostile takeover.
(a) saving
(b) to save
(c) will save
(d) saved
133. If the air in the computer room rises _______ a
certain temperature, the server will automatically
shut down and critical data could be lost.
(a) outside
(b) above
(c) beneath

(d) upon
134. Even though many workers complained, all
employees at the electric company had to _______ a
safety training course before their official start dates.
(a) comply
(b) compose
(c) compile
(d) complete
135. My supervisor _______ me on my delegation
of office tasks and said if I continued my pattern of
demonstrating leadership, I would be promoted.
(a) complained
(b) complimented
(c) completed
(d) complemented
136. Please contact the courier _______ and have
them pick up the documents at noon today or else
they won't reach Amanda before she leaves for
Detroit.
a) service
(b) servitude
(c) servant
(d) serve
137. It is normal procedure and fully expected that
you provide _______ for any office supplies you
charge to the company credit card.
(a) receipts
(b) recipes
(c) replies
(d) recourse

138. The new finance manager is in charge of
_______ a reasonable budget for the company as
well as managing the budget by overseeing all
company expenditures.
(a) compilation
(b) compile
(c) compiling
(d) compiler
139. The face of modern commerce would not look
the same _______ the affordability of personal
computers and the success of Internet businesses.
(a) provided that
4
(b) without
(c) on the condition that
(d) granted that
140. The Project Manager set the prices for the
_______ service and researched different marketing
strategies before launching the new campaign.
(a) cleaner
(b) cleaning
(c) cleaned
(d) cleanable
Questions 141-143 refer to the following letter.
INTEROFFICE MEMORANDUM
VALLEY MEDICAL SUPPLY, INC.
To: All Employees
From: Steven Rice, President
Subject: Community Service Program
Promoting a healthy society is an important goal we all share. As a result, I am writing to remind you

about one of our most popular and meaningful activities here at Valley Medical Supply - our community
service program. I encourage you to participate in this year's program if you haven't done so _______.
141. (a) again
(b) already
(c) moreover
(d) twice
In line with our mission to provide quality supplies for doctors' offices, we volunteer our time each year
to provide low-cost medical care at locations throughout the city. _______ locations include health
clinics, hospitals, schools and even supermarkets.
The services we provide range from flu shots to free blood pressure tests to assistance with major
operations. No matter what your capabilities or interests are, we can find the right volunteer opportunity
for you.
142. (a) This
(b) Them
(c) Theirs
(d) These
Employees consistently tell me that our community service program is one of the most fulfilling and
enjoyable aspects of their work here at Valley Medical Supply. The organizations and individuals who
benefit from our services also express their appreciation. To learn more about the details of this program,
including paid time off and free training, please speak to your supervisor. I'm sure you'll agree that
_______ health services to our community benefits everyone.
143. (a) be provided
(b) providing
5
(c) provide
(d) provided
Questions 144-146 refer to the following letter.
Red Line Clothing Company
5688 S. Silver Street
San Diego, CA 93422

(456)234-1232
Re: Late payment
Dear Mr. Charles,
I have enclosed a copy of your invoice which shows an outstanding balance of two hundred seventy-five
dollars. According to my records, this is the third notification of late payment, and you _______ not
submitted a payment.
144. (a) would
(b) have
(c) could
(d) will
I recently spoke to my manager regarding your account, and it appears that you may be _______ for a
payment plan if you contact a collections representative today.
145. (a) eligibility
(b) eligible
(c) illegitimate
(d) illegitimacy
I would like to arrange a time for _______ to discuss this option. If we cannot resolve this, I will be
forced to turn your delinquent account over to a collection agency.
146. (a) you
(b) they
(c) us
(d) them
Red Line Clothing Company
Questions 147-149 refer to the following letter.
Romero's Heating and Furnace RepairR
We've Got the Hottest Deals in the City – Guaranteed
With winter just around the corner, you'll want to be sure your office is ready for Mother Nature's Arctic
blasts. You'll depend on your furnace all winter to meet the comfort needs of your business, and that's
6
why you can't depend on anyone but Romero's to make sure everything is in _______ order.

147. (a) to work
(b) working
(c) work
(d) had worked
Romero's Heating can provide you with _______ of options for energy-efficient operation. Our furnaces
operate at over ninety percent efficiency, which means that ninety percent of the fuel you pay for is
actually converted into heat for your office. Since all of our customers are different, our service
representatives can work with you to choose a system that's right for your needs.
148. (a) some
(b) plenty
(c) many
(d) several
We also offer free _______ if you buy a furnace or heating unit from Romero's. Don't get left out in the
cold. Come see us today.
149. (a) consultation
(b) information
(c) training
(d) installation
Questions 150-152 refer to the following letter.
Great Computer Workshops for Your Employees!
Available through High Star Training, Inc.
Have you been wondering how to keep your staff current with new software and technology advances?
Do you want to provide the best available computer training for your employees without _______ your
budget?
150. (a) exceeding
(b) has exceeded
(c) will exceed
(d) to exceed
Then call High Star Training and find out more about our affordable, high-quality computer workshops!
Our current catalog of workshops _______ offerings on word processing, database design and

management, network administration, and accounting for small businesses.
151. (a) include
(b) included
(c) including
(d) includes
We're confident that you'll find a workshop or two that is relevant to your employees' needs and interests.
If not, give us a call at 283-3627 and ask about our customized training programs! We'll be happy to
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design a _______ training program for your company.
152. (a) compulsory
(b) constructed
(c) comprehensive
(d) committed
We offer the best training available - and with prices starting at just $50 per workshop per person! Visit
our website at www.highstartraining.com to view our catalog and learn what we can do for your
company. You can even register for workshops online with a few easy steps! But hurry - workshops fill
up quickly and spaces are limited. Contact High Star Training today!
Part 7 : finish within 22 minutes
To: All Employees, Knight Accounting Agency
From: Ted Knight, Chief Executive Officer
Subject: Staff Retreat
I am writing to remind you that our annual staff retreat will be held on Wednesday, December 13 and
Thursday, December 14 at the City Convention Center, 1510 Parkland Avenue. Attendance is mandatory
for all employees. Please plan to arrive promptly at 8 a.m. on both days; continental breakfast and lunch
will be provided.
Our annual staff retreat is an opportunity to acknowledge our accomplishments, receive training and
support, and set our goals for the coming year. We've hired a professional trainer to start the retreat with
some fun and informative activities designed to help us work more effectively as a team. Next, we'll meet
in small groups to talk about our jobs and what we can do to become more successful. Finally, we'll come
together as a group to share insights and to write our mission statement and objectives for next year.

In preparation for the retreat, please write a personal mission statement and a brief description of your
job. Please email these to me at no later than 5 p.m. on Monday, December 12. I will
compile your responses into a handout that will be distributed to all employees. In addition, managers
should submit to me a list of objectives for their divisions no later than 10 a.m. on Tuesday, December 13.
Taking a few moments out of your busy schedules to do this advance preparation will make the retreat
more valuable for all of us.
I look forward to seeing you at the City Convention Center! Feel free to contact me if you have any
questions.
153. What is the memo mainly about?
(a) Some mandatory meetings for managers
(b) A proposed luncheon for new employees
(c) A required employee training session
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(d) An optional planning retreat for the staff
154. Who will lead a session on teamwork?
(a) The company president
(b) A hired facilitator
(c) A group of executives
(d) The business manager
155. When is the deadline for managers to
submit their list of division goals?
(a) December 12
(b) December 13
(c) December 14
(d) December 15
Route 187
Parker Avenue – Airport
Note: All times are approximate. Arrive at your stop at least five minutes early. For your safety, please
stand on the sidewalk behind the yellow line painted on the curb while waiting for your coach.
Southbound Northbound

Main St Coal Av Lark Rd Airport Airport Lark Rd Coal Av Main St
7:30a 7:42 7:51 7:57 8:00a 8:06 8:15 8:27
8:30 8:42 8:51 8:57 9:00 9:06 9:15 9:27
9:30 9:42 9:51 9:57 10:00 10:06 10:15 10:27
10:30 10:42 10:51 10:57 11:00 11:06 11:15 11:27
11:30 11:42 11:51 11:57 12:00p 12:06 12:15 12:27
12:30p 12:42 12:51 12:57 1:00 1:06 1:15 1:27
1:30 1:42 1:51 1:57 2:00 2:06 2:15 2:27
2:30 2:42 2:51 2:57 3:00 3:06 3:15 3:27
3:30 3:42 3:51 3:57 4:00 4:06 4:15 4:27
4:30 4:42 4:51 4:57 5:00 5:06 5:15 5:27
5:30 5:42 5:51 5:57 6:00 6:06 6:15 6:27
6:30 6:42 6:51 6:57 7:00 7:06 7:15 7:27
7:30 7:42 7:51 7:57
Thank you for using Parker Valley Public Transportation. Call 832-8362 for customer assistance.
156. Where is this time table most likely to be
found?
(a) At a subway station
(b) At an airport boarding gate
(c) At a bus stop
(d) In a train station
157. When does the last northbound run pass
Lark Road?
(a) 6:06 pm
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(b) 6:51 pm
(c) 7:06 pm
(d) 7:51 pm.
Internal Job Posting
Plainview Distributors, Inc.

Supply Chain Manager
Due to rapid growth, Plainview Distributors is seeking applications for a Supply Chain Manager. This is a
career advancement opportunity open to current employees only. The Supply Chain Manager will oversee
all aspects of warehouse storage and transportation for product deliveries in the southwestern United
States. The Supply Chain Manager will be required to work out of the Phoenix office, and frequent
movement within the region to check on branch operations (approximately ten trips per year) will be
expected.
The successful candidate will be an experienced professional, familiar with the company and its clients,
who can manage a complex network and succeed under pressure. Preferred qualifications include
experience in one of our warehouses or truck depots, familiarity with the Southwest, and experience in
personnel management. Company benefits associated with this position include a competitive salary,
company car, personal expense account, and payment of relocation expenses, if needed. In addition, the
successful candidate will continue to receive the excellent insurance benefits, vacation pay and tuition
support offered to all staff of Plainview Distributors.
To apply, please fill out an application using our secure company website at
www.plainviewdistributors.com/~hr. No paper copies or phone calls, please. As part of the online
application, you will be asked to submit a current resume and a list of three (3) professional references.
Submit all application materials no later than Friday, March 28. Plainview Distributors is an equal
opportunity employer.
158. What is the announcement about?
(a) A call for applications for new product
suppliers
(b) A career opportunity for staff members of
the company
(c) A job competition open to external
candidates only
(d) A change in company benefits affecting
some workers
159. Which of the following topics is mentioned
in the announcement?

(a) The monthly pay rate for the job
(b) The number of employees supervised
(c) The amount of business travel required
(d) The type of products being distributed.
160. What should interested people do?
(a) Fax a resume and list of references
(b) Call to request a personal interview
(c) Submit an application via Internet
(d) Put an application package in the mail
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To: All Employees
From: Luke Gaston
Subject: MEMO - Late Hours Policy
We have had some problems recently with security issues on evenings and weekends. Many employees
are working overtime on end-of-fiscal year projects and find themselves alone in the building late at
night. Several employees have expressed concern to me that they feel unsafe, and managers have also told
me that they do not know how to train their employees on correct security procedures.
As your security manager, I want to assure you that I am working with the company management to
address your concerns. We have agreed that it is best to hire a full-time security guard who will be present
on evenings and weekends. However, since it will still be several weeks before the security guard can be
hired, I want to provide all employees with a list of basic security procedures to follow when they are
working late at night:
1. Leave lights on in offices and hallways. A bright work environment discourages unauthorized
intruders.
2. If you hear or see any suspicious activity, call the city police department immediately.
3. If you are the last person to leave the building, make sure that all doors and windows are closed and
locked. Leave through the front door. Turn on the alarm by pressing the “AWAY” button on the keypad
near the reception desk, then enter the alarm code provided in the employee manual. Close the door
firmly when you leave, and the alarm will automatically be activated.
If you have any questions or concerns, please email me at I look forward to

working with you to make our company a safe and productive place to work.
161. What is the subject of the memorandum?
(a) A recent break-in
(b) An alarm malfunction
(c) A new security protocol
(d) A security system code change.
162. Who is the author of the memorandum?
(a) The head of the police department
(b) An employee in charge of safety
(c) The new company security guard
(d) A concerned department manager
163. What should employees do if they
encounter a threatening situation?
(a) Call the security guard
(b) Email the security manager
(c) Turn on the burglar alarm
(d) Contact the local authorities
Hard Times Ahead for Local Graduates
11
Billy Roybal just graduated from Centerville Community College with a degree in semiconductor
manufacturing technology. Like the other 30 students who enrolled in his class two years ago, he was told
that after graduation, he was virtually guaranteed a well-paying job at the Supreme Semiconductor plant.
However, Billy and most of his classmates are either out of work or preparing to move elsewhere. The
reason: Supreme Semiconductor recently announced a hiring freeze.
Graduates of the community college training program aren't the only ones who are upset. Officials at
Centerville City Hall are debating whether to sue Supreme Semiconductor for breach of contract. Five
years ago, the city partnered with Centerville Community College and Supreme Semiconductor in an
innovative training agreement. The city agreed to give the semiconductor company a significant tax break
in return for funding the training program at Centerville Community College. Supreme Semiconductor,
for its part, hoped to benefit with a steady stream of well-trained local workers who would help the

company expand over the next 20 years.
However, changes in the highly competitive computer technology industry have led to less business for
Supreme Semiconductor. Furthermore, pulling out of its contract to sponsor the community college
program may not be the only downside. Karl Thompson, president of Supreme Semiconductor, told
Central Valley Daily News that various problems could force the company to close by the end of the year,
resulting in a loss of over 300 jobs in the Centerville area. He also said that company executives are
hoping to meet with city officials to find some way of avoiding a lawsuit.
In the meantime, there are no easy answers for graduates such as Billy. He says finding a high-paying job
is more important to him than staying in Centerville, so if a suitable job doesn't materialize within a few
months he plans to look for employment in another state. As he and others leave, hopes for a bright future
for the computer technology industry and Centerville are quickly fading. Some city officials are still
hoping there is some way to keep Supreme Semiconductor open. Without it, said Mayor Charles
Laughlin, the economy of Centerville will suffer a major blow.
164. What is the topic of the news article?
(a) A new computer training program
(b) A student's struggles to graduate
(c) A company that can't provide jobs
(d) A city that doesn't promote growth
165. The word “virtually” in the first paragraph,
line 3 is closest in meaning to
(a) quickly
(b) basically
(c) possibly
(d) legally
166. According to the article, which entity might
be sued?
(a) Supreme Semiconductor
(b) Centerville Community College
(c) The City of Centerville
(d) Central Valley Daily News

167. Why is Billy Roybal thinking of leaving
Centerville?
(a) Training in his field is not available
12
(b) He cannot fulfill his employment contract
(c) The community college is going to close
(d) He is unable to find work in the area.
Using Your New Document Plus 250-E Office Document Shredder
We are pleased that you have chosen Document Plus for your office needs. Our Model 250-E Office
Document Shredder is powerful enough to shred all of your confidential documents, yet operates so quietly
that your co-workers will hardly even notice it. With proper operation and regular maintenance, your
Document Shredder will last for years to come. We encourage you to follow these easy steps to ensure your
satisfaction:
(a) Do not attempt to feed large stacks of paper into the shredder all at once. This can cause annoying paper
jams and possibly damage the shredder. Make sure that stacks of paper are no more than ¼ of an inch thick
(about 10 pages of standard-weight paper).
(b) It is not necessary to remove staples before feeding documents into the shredder. However, be sure to
remove larger metal items paper clip size or bigger. Also, do not attempt to shred cardboard or heavy
manila folders.
(c) Spread lubricating oil on the teeth of the shredder on a monthly basis to prevent squeaking noises and
prolong the life of the shredder.
(d) Register your product! Fill out the attached postcard to provide us with your information. Registering
your product entitles you to full service under your warranty. You will also receive mailings with helpful
tips on using your shredder, as well as announcements of new products from Document Plus.
We hope you enjoy your Document Plus 250-E Office Document Shredder. At Document Plus, we are
committed to ensuring your satisfaction. If you have any questions or complaints about your shredder,
please contact us at 800-372-1193. You can also visit our website at for
helpful information.
168. Where is this notice most likely to be found?
(a) On an office bulletin board

(b) In an instruction manual
(c) In a magazine advertisement
(d) On a computer software website.
169. What regular maintenance is recommended?
(a) Remove all metal objects in the machine
(b) Clean and dry all shredder teeth
(c) Empty shredder receptacle monthly
(d) Grease the shredding component
170. Which of the following objects need to be
removed before using the shredder?
(a) binder clips.
(b) staples.
(c) cardboard.
(d) manila folders.
13
171. How can owners register their product?
(a) By visiting the website
(b) By mailing a response card
(c) By calling a phone number
(d) By visiting a store location
Interoffice Memo
Allied Steel International
To: All Allied Steel Employees
From: Peter Rasmussen, Compensation Committee President
Date: September 4
Today the president of Allied Steel, Eric Nelson, announced that he had agreed to our request for a 10%
pay raise for all employees. As you know, this is something that we, your representatives, have been
struggling to achieve for nearly two years. We have always argued that you, the workers who make this
company succeed, should be the company's first priority. When the company is experiencing rapid
growth, as Allied Steel has undoubtedly seen during the past five years, all employees of the company

should see the financial benefits, not just a few top executives.
While it has taken a long time for us to convince the company management to increase all salaries, we are
delighted that we have succeeded without having to form a labor union. We are not lawyers or
professional lobbyists. I and the other members of the compensation committee are simply concerned
employees who want to see fair pay for all of us. Furthermore, we did not take a confrontational
approach. We always told the company management that we think Allied Steel is a great place to work.
Our goal was not to make demands, but to present evidence from market studies to show that our position
was reasonable.
Special thanks go out to Dr. Alvin Martlin, research engineer with Allied Steel, who spent countless hours
of his personal time to do economic research in support of our efforts, showing that the company was
paying lower salaries than our competitors. I also want to thank the ten members of the compensation
committee, all of whom volunteered to participate and generously gave their time for meetings. I want to
thank, as well, Eric Nelson and the Board of Trustees of Allied Steel for creating a work environment
where the concerns of employees can be heard. Last, but not least, I want to thank you, the loyal
employees of Allied Steel, for your constant support. You've made Allied Steel the best company in the
business, and we're glad that we will now all receive pay that is well above average in our industry.
172. What is the purpose of this memo?
(a) To thank all employees for meeting company
goals
(b) To publicize the formation of an employee
union
(c) To inform the staff of recent rapid growth
(d) To announce changes in worker
compensation.
173. Who is Eric Nelson?
(a) A key Allied Steel leader
14
(b) An engineer with Allied Steel
(c) Chairperson of a committee
(d) Member of the Board of Trustees

174. According to the memo, how did the
committee convince the company to award
raises?
(a) By documenting employee productivity
(b) By presenting research on industry pay levels
(c) By confronting the top executives
(d) By showing that funds were available.
Dear Employees of Consolidated Insurance,
I'm writing this because I wanted to address the rumors that have been circulating about the future of our
division. As you know, last month we were informed by company management that the structure of the
company website ? the primary task of our Electronic Resources division ? would be reviewed. Many of
you also know the reason for this review: some top executives were complaining about what they
perceived as a lack of efficiency in keeping the website current. As a result, there are rumors going around
that the website may be outsourced to an external company, and all the employees of this division could be
laid off.
I want to let you know that these rumors are absolutely false. There are no plans whatsoever for any job
cuts. Each and every one of you has an important and valuable role to play at Consolidated Insurance, and
the company is not thinking of outsourcing our web development. Because our website is designed to
provide detailed, complex information to all of our clients, it needs to be developed and maintained by
people who know our company well. The company president has reassured me in person that he values the
work of the Electronic Resources division and that our staffing levels and mission will remain essentially
the same.
With that said, I do think that all of us need to acknowledge that there have been some problems in
maintaining our large company website. As your manager, I know that the problems are caused mainly by
the challenges of implementing our new customer information database, not by any laziness or negligence
on your part. The committee that is currently reviewing our website will make recommendations for how
to solve these problems, as well as suggestions for changing the structure of the website. I suggest that you
view the committee's input positively, and consider this process as an opportunity for us to improve our
services.
I hope that this has cleared up the situation. Please email me with any questions you may have, or if you

prefer, you may make an appointment to speak with me privately.
Sincerely,
15
Jack Kemp
Manager, Electronic Resources Division
175. Why did Mr. Kemp write this letter?
(a) To explain how the committee-review
process will work
(b) To consider options for redesigning the
company website
(c) To announce that the company plans to lay
off employees
(d) To clarify that the division's work will not be
reassigned.
176. What does Mr. Kemp believe is the main
challenge facing the division?
(a) Other managers who think workers are lazy
(b) Start-up problems with the new system
(c) Employees who don't understand their jobs
(d) Clients who complain about the website.
177. What does Mr. Kemp ask employees to
do?
(a) Start looking for new jobs
(b) Complain to the company president
(c) Accept the committee's suggestions
(d) Create a more useful website
Career Advancement Opportunities Available
Help Market Research Associates Expand into Europe!
Market Research Associates, America's largest research firm, is planning to open several new consulting
offices in Europe over the next several months. The first branch office will open in Paris, where French

marketing experts have been impressed with our company's ground-breaking research on consumer
preferences in French-speaking parts of Canada. We anticipate that Paris will be just the beginning: the
board of trustees believes that our successful methodology can spread to business centers throughout
Europe. This expansion will create exciting opportunities for our employees, and we want to give you
more information about them.
Employees of Market Research Associates are encouraged to attend an informational meeting on
Monday, March 5 at 3 p.m. in the Green Conference Room to learn about the plans for new consulting
offices in Europe. If you're interested in travel and want to learn new skills that can forward your career,
please attend this important meeting. You'll learn about the types of positions available, the internal
application process, and the benefits you can receive. These include full payment of travel or relocation
expenses, and paid training at a prestigious language school to bring your conversation skills in French
(or eventually other languages) up to a professional level.
You can learn more about the plans for the new Paris facility by visiting the company website and
clicking on the “Branch office in Paris” link. Should you have any further questions, please contact Emma
at the Human Resources office, or 742-2451.
178. What is the topic of the announcement?
16
(a) Plans for expanding the company to overseas
locations
(b) Plans for providing a new educational benefit
to staff
(c) Information about the company's activities in
Canada
(d) Information about the new company building
in France.
179. Who should attend the meeting?
(a) Employees who will be moving to Paris
(b) Employees who want to work abroad
(c) Employees who want to receive more pay
(d) Employees who can already speak French.

180. Which of the following will NOT be
discussed at the meeting?
(a) Foreign language training
(b) Relocation benefits
(c) Internal hiring procedure
(d) Contract negotiations.
Richard Bachman
193 Fourth Street
Payton, OH 48331
Cyberworld
P.O. Box 83627
Cincinnati, OH 49363
May 25
Re: Account # 58363
To whom it may concern:
I am writing to request that you cancel my Internet service with Cyberworld, effective immediately.
Although I had been using your service for almost four years with no complaints, the level of service you
have provided during the past month has convinced me to take my business elsewhere.
At the beginning of this month, I noticed that it was very difficult for me to get a dial-up connection. The
phone line always seemed to be busy. Then friends started telling me that they were unable to access my
personal website. I thought this might be just a temporary problem, but after 10 days with no
improvement, I decided to call your customer service line for assistance.
I had to wait on hold for almost an hour before speaking to an employee named John Redman. He told me
to try connecting again in half an hour. When I tried to explain that the problem had lasted almost two
weeks, he became very rude and told me that he was not a computer expert and could not solve my
problems. When I asked him why he was answering the phone for an Internet service provider if he didn’t
know anything about computers, he hung up on me. I had never been so rudely treated in all my life.
17
My account with you was paid in full through the end of May. If I receive any further bills from you, I
will not pay them. I hope you will act on the information in this letter and improve your services.

Sincerely,
Richard Bachman
181. What is the purpose of Mr. Bachman's
letter?
(a) To resolve a dispute about his Internet
service bill
(b) To terminate his relationship with the
provider
(c) To complain about his recent software
purchase
(d) To request a better Internet service plan.
182. According to his letter, why did Mr.
Bachman call Cyberworld?
(a) To inquire about pricing plans
(b) To complain about a rude employee
(c) To speak to the company president
(d) To report connectivity problems.
183. What does Mr. Tollofson explain in his
letter?
(a) Staff members have been forced to work
overtime
(b) Training sessions have been scheduled for
employees
(c) Computer failure caused Mr. Bachman's
website issues
(d) Almost all of the computers had to be
repaired.
184. Which of the following is true of John
Redman?
(a) He was trained extensively in customer

service procedures.
(b) He was reprimanded by his immediate
supervisor for his behavior.
(c) He was fired as a result of acting rudely to a
customer.
(d) He no longer works for Cyberworld due to
financial issues.
185. What repercussion did John Redman face?
(a) His personal account was cancelled.
(b) His employee Internet service was
disconnected.
(c) He was relieved of his position.
(d) He was severely reprimanded.
Seeking Staffing Coordinator
Martin Owens Agency is accepting applications for a staffing coordinator. We are the premier temporary
staffing agency in the city of Burbank, and we are looking for a bright, motivated individual to join our
team. The staffing coordinator is the main point of contact for our employees and business clients. Duties
include testing and screening new employees, matching workers with appropriate jobs, notifying
employees of job requirements, and contacting clients to assure that performance standards are being met.
The successful candidate must be able to handle multiple tasks with ease. Other essential requirements
18
include being well organized, highly dependable and people-oriented.
We offer an excellent benefits package, including health and dental insurance, a retirement plan, three
weeks of paid vacation, and excellent pay plus commission and bonuses. We offer a relaxed, fun-loving
work environment and a meaningful opportunity to help others advance their careers. We are a family-
friendly employer, and some telecommuting is possible depending on staffing needs and workload.
To apply, send a cover letter detailing your qualifications for this position and your salary requirements, a
resume, and the names, phone numbers and email addresses of four professional references to:
Martin Owens Agency
8463 Victory Boulevard

Burbank, CA 94632
Applications will be accepted until the position is filled. For best consideration, apply no later than
September 25. Visit our website at www.martinowens.com for more information.
186. What kind of company is Martin Owens
Agency?
(a) A performing arts organization
(b) An employment company
(c) An Internet service provider
(d) An accounting agency.
187. Where did the job posting appear?
(a) On a bulletin board
(b) On the Internet
(c) In the newspaper
(d) In a trade journal.
188. What information is NOT required as part
of the job application?
(a) Education level
(b) Income desired
(c) Work experience
(d) Professional contacts.
189. What is Cindy Laughlin's level of
experience?
(a) She's just graduated from college.
(b) She's been working in the field for years.
(c) She has years of volunteer experience.
(d) She's working her way through college.
190. What job requirement does Ms. Laughlin's
volunteer experience meet?
(a) Shows track record of dependability
(b) Demonstrates strong interpersonal skills

(c) Displays effective organizational experience
(d) Proves ability to multi-task.
To: Lisa Derby
From: Annette Shiffler
Subject: Mr. Martin's Retirement Party
19
Hi Lisa,
Thanks for forwarding me the email about Mr. Martin's retirement party; for some reason I didn't get it
when you sent it out originally. I'm writing to confirm that I will definitely be attending the party. Also, as
we discussed, I'd like to help out with the planning and organization for the party. I've worked with Mr.
Martin for nearly ten years, and he's been the best boss I've ever had. I really want to make this a special
event for him!
First of all, is this going to be a potluck, or will we be ordering a catered meal? I'd like to help out either
way. If it's a potluck, I'd be happy to bring a dish to share. If we're going to hire a caterer, I can suggest
several because I often arrange catering for our training sessions. I even have menus from several
different catering businesses if you'd like to take a look at them.
Next, how about decorations for the party? I've actually got some nice banners at home that say
“Congratulations on Your Retirement!” I originally used them for my uncle's retirement party last year.
Would you like me to bring those and hang them up in the room? What other decorations are planned?
How about some nice centerpieces for the tables, such as flower arrangements?
Finally, if there's any other way I can help out that I haven't mentioned above, just let me know. I'd really
like to get involved in this and do something nice for Mr. Martin. Thanks for organizing the party!
Annette
191. What is being discussed in the email
correspondence?
(a) Food and decorations for a holiday party
(b) Scheduling for a committee meeting
(c) A party for someone leaving the company
(d) Menus for a training session.
192. Why did Annette receive the announcement

as a forwarded email?
(a) She was out of the office for a few days
(b) She wasn't on the company email list
(c) Lisa didn't type her email address correctly
(d) Lisa didn't think she would be interested.
193. Which of the following does Annette offer
to do?
(a) Schedule a trip for Mr. Martin
(b) Fax Lisa some catering menus
(c) Decorate a cake for Mr. Martin
(d) Bring some party supplies from home
194. Which of Annette's ideas does Lisa NOT
like?
(a) Placing candles on the tables
(b) Putting floral arrangements on the tables
(c) Arranging to have the food catered
(d) Having someone else arrange for the party
decorations.
195. What will the women probably do next?
(a) Talk on the phone to arrange a planning
session
(b) Communicate ideas using email
(c) Tell Mr. Martin what they want to do
(d) Ask co-workers to bring food for the party.
20
Memorandum
To: All Employees
From: Bill Regan, Director of Human Resources
Subject: New Holiday Pay Policy
Johnson Security is implementing a new holiday policy for all employees. As you know, providing

security services to our clients is our priority here at Johnson Security, and therefore most of our
employees have to work on national holidays. Our policy in the past has been to pay employees their
regular pay rate on holidays, and then to offer them another day off in compensation, scheduled in
coordination with the employee's supervisor according to staffing needs. However, in order to comply
with government regulations and to provide a more equitable holiday benefit for all of our employees, the
policy will now be changed as follows.
Effective immediately, employees who work on holidays will be paid one and a half times their regular
pay rate. This means that if you normally receive $8 per hour, you will be paid $12 per hour when you
work on a holiday. However, as a result of this change, an additional day off will no longer be granted.
For example, if you are required to work on New Year's Day, you will receive extra pay, but you will not
be able to take off another day during the week, unless you arrange with your supervisor to use some of
your vacation hours. This change will make it much more convenient for us to administer work schedules.
All employees will continue to receive two weeks of paid vacation per year, exclusive of holidays, as
explained in the employee manual.
We hope you will be pleased with the extra financial benefit you will receive for working holidays. If you
have any questions or concerns about this new policy, feel free to contact me to arrange a meeting.
196. Who is the author of the memorandum?
(a) An expert in labor law
(b) The company vice president
(c) The head of the union
(d) The head of personnel.
197. What will employees receive in
compensation for working holidays?
(a) More vacation time
(b) A higher rate of pay
(c) An extra day off
(d) A special award.
198. Why is Mr. Sanchez upset?
(a) He thinks the previous policy was
unsatisfactory as well.

(b) He feels the change decreases employee days
off.
(c) He feels the rate of pay should be even
higher.
(d) He thinks his supervisor will not follow the
policy.
199. What does Mr. Sanchez suggest?
(a) Giving employees more choices
21
(b) Returning to the previous policy
(c) Making holiday work optional
(d) Giving employees more money.
200. What will Mr. Sanchez probably do next?
(a) Pursue legal action
(b) Contact a labor rights lawyer
(c) Have a meeting with Mr. Regan
(d) Call a meeting for all employees.
ANSWER
101. C 102. A 103. C 104. A 105. D 106. D 107. A 108. B 109. C 110. A
111. A 112. C 113. C 114. B 115. B 116. B 117. B 118. A 119. A 120. A
121. D 122. B 123. B 124. A 125. D 126. D 127. B 128. B 129. D 130. C
131. B 132. A 133. B 134. D 135. B 136. A 137. A 138. C 139. B 140. B
141. B 142. D 143. B 144. B 145. B 146. C 147. B 148. B 149. D 150. A
151. D 152. C 153. C 154. B 155. B 156. C 157. C 158. B 159. C 160. C
161. C 162. B 163. D 164. C 165. B 166. A 167. D 168. B 169. D 170. A
171. B 172. D 173. A 174. B 175. D 176. B 177. C 178. A 179. B 180. D
181. B 182. D 183. C 184. C 185. C 186. B 187. C 188. A 189. A 190. B
191. C 192. B 193. D 194. B 195. A 196. D 197. B 198. B 199. A 200. C
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